Senior Manager Technical Support in San Antonio, TX

$150K - $200K(Ladders Estimates)

UnitedHealth Group   •  

San Antonio, TX 78201

Industry: Healthcare


8 - 10 years

Posted 47 days ago

The Senior Manager of Technical Support will lead/supervise the Infrastructure desktop support, incident management, and asset inventory teams supporting WellMed Medical Management. Team members are located throughout Texas, Florida, and New Mexico. Must possess capability to work on full business technology stack of a growing organization. Serve as an escalation point for complex issues, problems and solutions while holding teams and self, responsible for maintaining the highest possible performance standards and meeting agreed upon commitments under all circumstances.

As the Senior Manager of Technical Support, you must take responsibility for outcomes of actions and decisions, drive team to identify and analyze options based on desired outcomes and pushes for decisions and understands how to produce documents iteratively. You will oversee access management, asset management and acquisitions request. Draw correlations from non-standard data sets and uses broader inferences to drive business value. Identify new sources of data or new methods of data collection to inform and evaluate solutions and performance. Consistently identify gaps in knowledge documents and procedures and recommends opportunities for improvement. Pro-actively reviews metrics and system performance trends to identify gaps and potential issues. Write knowledge documents to guide others in supporting technologies. Seek to understand how customers are interacting with technology and pro-actively recommend opportunities to improve support. Builds a strategic and comprehensive Technology Support program that defines, develops, implements and maintains policies and processes, enabling consistent, effective customer support practices.

Primary Responsibilities:

  • Ensure compliance with industry, regulatory and contractual security requirements of all products within teams jurisdictions
  • Direct programs that will minimize risk and ensure the integrity, confidentiality and availability of information that is, owned, controlled and processed within the organization
  • Collaborates with leadership to initiate, facilitate, and promote activities to foster information awareness regarding product delivery and inventory
  • Evaluates security trends, evolving threats, risks and vulnerabilities and applies tools to evaluate the risk in the context of the organization and to mitigate risk
  • Ensures the organization complies with the administrative, technical and physical safeguards

Required Qualifications:

  • BS Information Technology/Computer Science or equivalent IT experience
  • 8+ years of IT experience
  • 5+ years of IT supervisory/management experience
  • Strong management presence with ability to influence local and remote personnel at many levels (including executive) across the business
  • Strong communicator with demonstrated collaboration, analytical, & problem-solving skills to achieve business goals, while balancing security and technology objectives
  • Highest ethical standards and sense of propriety and a strong service orientation and mindset
  • Ability to lead a remote team with nation-wide resources

Preferred Qualifications:

  • Information Technology Infrastructure Library (ITIL)
  • IT Service Management (ITSM)
  • Change Management/Release Management

Valid Through: 2019-10-24